Supervisor, Service Desk

DYOPATH • Georgia/North Carolina, NC

10d • Onsite

About The Position

DYOPATH is seeking a Service Desk Supervisor to lead a team of service desk professionals, ensuring outstanding technical support and service delivery across the organization. This role involves shaping service delivery, developing future IT leaders, and influencing support across multiple client environments. It is a hands-on leadership position where coaching and operational expertise directly impact customer success and team growth.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent combination of education and relevant experience.
• 5+ years of experience in technical support, preferably within a service desk environment
• 5+ years of experience in a leadership or management role
• Strong knowledge of IT Service Management (ITSM) processes and frameworks, including ITIL
• Experience with ITSM platforms such as ServiceNow or BMC Helix
• Strong problem-solving skills with the ability to diagnose and resolve complex technical issues
• Excellent written, verbal, and interpersonal communication skills
• Strong leadership, coaching, and employee development capabilities
• Ability to manage competing priorities in a fast-paced environment
• Experience analyzing service desk metrics and driving operational improvements
• Strong stakeholder management and customer service orientation
• Ability to pass a background check prior to hire
• Ability to work on-site at client facilities in Georgia and North Carolina

Nice To Haves

• HDI Support Center Analyst (HDI-SCA) certification preferred
• ITIL Foundation certification preferred
• ITIL Practitioner certification preferred

Responsibilities

• Lead, mentor, and develop a team of service desk analysts to deliver exceptional technical support and customer service
• Define, maintain, and manage Service Level Agreements (SLAs) for service desk operations
• Ensure timely and effective resolution of end-user technical issues and escalations
• Develop and maintain service desk policies, procedures, and technical documentation
• Manage service desk budgets, including procurement and maintenance of tools, software, and resources
• Build and maintain strong relationships with internal customers, vendors, and key stakeholders
• Prepare and deliver performance reports, metrics, and service insights to senior leadership
• Support hiring, onboarding, training, coaching, and performance management activities for service desk staff
• Lead and participate in cross-functional initiatives focused on service delivery and operational improvement
• Partner with other IT teams to identify, troubleshoot, and resolve complex technical issues
• Stay current on emerging technologies, industry trends, and IT service management best practices

Benefits

• Medical, Dental, and Vision coverage
• Life insurance
• 401(k) with company match
• “You Pick a Day” paid holiday
• FSA and HSA options
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager